Write the BR

[PRAGHATIESH S]

In the User table , there is a caller and vip field. When raise the incident, if caller is vip "true"..need to set the priority high.

I need a business rule for it, kindly help here

[swathisarang98 · Accepted solution]

Hi @PRAGHATIESH S,

You can create before insert business rule on incident table and in condition check VIP is true or false and set the field Priority, urgency,impact to high,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Sid_Takali]

HI @PRAGHATIESH S You can also write an onChange Client Script. Business Rule will work after you saved the form.

With client script once you change the caller and if caller is VIP then immediately priority will be set to 1- High

var callerID = g_form.getReference('caller_id', setPriority);
function setPriority(callerID) {
if (callerID.vip == 'true') {
// Priority is depend on Imapct and Urgency.You need to set Impact and Urgency
g_form.setValue('impact', 1);
g_form.setValue('urgency', 1);
}
}

Regards,

Sid

[James Chun]

Hi @PRAGHATIESH S,

If you need more complex conditions, there is an option to create custom a data lookups.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/field-admini...

Cheers

[Mark Roethof]

Hi there,

Please share what you tried already and is not working. I mean, now it sounds like here is my requirement, do it for me, and for free. While what you are mentioning, can be done with both Business Rule and Flow Designer and in both cases ZERO code.